carvela.com Reviews 284

Do not buy this brand!!! I paid 125€ for a pair of boots and they completely fell apart after a few months (I was wearing them semi regularly but not every day). I contacted them directly but they said I would have to raise the issue with the retailer, who subsequently couldn’t help me.

Expensive boots should last more than a few months.

I contacted customer care via email as I had a query about a pair of sandals. I got an auto reply saying they would reply in 48hours max. Well this was last week and no reply yet. I ve got two sandals in the cart but just read reviews here and don't think I ll be proceeding to check out

So no one has got back to me after saying that you would i have shared the information you asked for

*****update *****

Received a repsonse from Suraj to sign up to newsletters. Nothing to do with my query at all. And i sent him a screen shot that i am in fact signed up to newsletters so im not even sure why i was asked to do that. Provided proof from the emails i receive FROM Carvela. The WORST CUSTOMER SERVICE OUT THERE. Interesting to see where this goes.

Never recived my birthday discount code. Reached out to customer service where I was asked to update my account and let them know when its done. Still didnt receive the code and they closed the ticket. Replied again and 3 times I get asked in a generic email template to update the account (i did and showed them twice a screenshot of the date saved) they dont seem to read the emails at all. Same email template sent by Riya, Sumayya and Victor. Knowone is actually reading the emails or trying to resolve the issue. Not going to bother ordering now due to the customer service Carvela provide to customrs.

Tried to purchase trainers but the online system failed to accept any method of payment.
This has now happened twice... I think the training shoe advertised wasnt available at all - very disappointing as I like your products

Carvela’s customer service is dreadful. No phone support, only curt, copy-paste emails that clearly aren’t read properly. My parcel was dumped outside my gates, went missing, and they simply hid behind a courier photo and policy excuses. Zero accountability, zero empathy.

Just look at the Trustpilot scores to see the consensus. My experience sadly matches what countless others are saying.

Nice shoes. Shockingly bad company. If something goes wrong, you’re on your own. Avoid.

FINAL RESPONSE TO CARVELA on Trustpilot below:

Carvela state this was ‘doorstep delivery’. My property has locked gates and no access to the house without being buzzed in. The parcel was left outside the gates, around 50 metres from the front door, so it was never delivered to me. I did not receive the item, and Carvela refused to take responsibility, instead deflecting to EVRi and PayPal. Their response here speaks for itself, as does their Trustpilot rating. Their response is hardly surprising and tells you everything you need to know about how they operate! Thank you Carvela.

I ordered a bag, I received the order receipt and then a day or two later the dispatch email, the tracking information told be my delivery was due to be on 27th, this date went by and 8 days later no parcel and the tracking information has not changed. I contacted carvela on a few occasions and was told to wait 24hrs for the tracking date , it didn’t , I recontacted carvela and was then told allow 48hrs, I did, and again the tracking was the same , I was told to wait 72hours . Then the next day carvela closed my case! I actually never received my parcel , luckily I paid via PayPal and got an instant refund . Avoid!

Ordered boots and bag as a present. They never sent me a tracking number and said that the order hadn’t been processed. After a week when I asked they said fedex had delivered it so they could do nothing about it. Their customer service kept confusing me with someone else, and kept saying I should have checked with FedEx but wouldn’t listen that I couldn’t as they NEVER GAVE ME TRACKING INFORMATION OR ANY INFORMATION THAT IT HAD BEEN SENT. DO NOT SHOP FROM HERE. They are thieves!!!!!!

I am still waiting to receive dispatch on a pair of boots I ordered from Carvela. The £129 has been taken from my account. I haven’t had a response from email to Carvela enquiring about shipping of boots. I didn’t receive an order confirmation although, as said above, money has been deducted from my account by Kurt Geiger/Carvela.
Highly concerned after reading other reviews. Wish I had ordered the boots through John Lewis where at least I would get support for my enquiry.

If I could rate it no stars I would I ordered my goods online can’t say what they were like as I never actually received them their useless inept delivery service (Evri) left my parcel on my doorstep in full view on a very busy road despite there being 2 large wheelie bins that they could of left it down the side of .

When I informed them I didn’t receive my goods as the parcel was gone when I got home they basically told me it was my fault and I should of informed delivery service where to leave the goods ( I actually have told Evri in the past not to leave goods on doorstep ) so I have paid for goods that I did not receive and they point blank refused to resend or refund me absolutely disgraceful customer service and not my fault they use a cheap useless delivery service.

Excellent service and consistently great products. I buy the majority of my boots and trainers from Carvela as I love the variety of styles and quality.

Lovely pair of shoes I got from Carvela and I got it on sale so it’s a decent price

Still waiting for my refund.

Good communication.
Speedy delivery
Excellent item

Carvela have absolutely 0 customer service. This is now 2nd time my parcel has went missing via Evri. Carvela are no help so you have go back & forth awaiting email replies. You are then told conflicting information which doesn’t resolve the issue. They really need to sort out their customer service. Surely a company must have a complaints procedures in place?

Love the heels only issue is the bit that separates the ankle straps moves, would have been better if it was fixed in place especially as they are expensive

This is the second pair of Headline boots I ordered. They are so comfy. Ordering so easy and arrived quickly and well packaged.

I have tried contacting Carvela as only 2/4 items arrived - this was a week ago. There is no way of tracking the missing items as it just says they’ve been delivered.

There is no contact number for Carvela online or on the order confirmation. I have emailed them twice on addresses I’ve found online, and submitted two requests online with all the details. No one has bothered to get in touch to look into this. The customer service is shocking. One of the items that got delivered needs to be returned so I started an online return. Someone called Rajesh came back to me, so I mentioned the two items that have not been delivered. Absolutely no response to that either.

The service is absolutely appalling. I shalln’t be ordering from Carvela again.

Dont buy from this company.
I returned the shoes and haven't got my refund. I sent 2 emails and no communication at all. I'm so disappointed.

Please refund my money order 751020799

Very disappointing. The shoes themselves were fine however I had ordered a pair of shoes on a Black Friday offer. The courier then lost the shoes and customer services said they could only refund and not send a replacement so I had to order them again and they cost £30 more. I think given the choice of courier (Evri) was made by them they should have sent a replacement. Customer services were not flexible at all.

As requested - original order was on 27 Nov 2025 and the replacement order was on 12 Dec 2025.